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The Digital Times
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November 2019
Edition 20
Queue Automation
PUSH NEXT
This month, we dive into Queue Automation
#ShoutOuts4Days
Take a look at how grateful our customers are for what we do for them every day. There's a reason we're #Famous4Care!
In the...
Spotlight!
"I would just love to see us continue to dominate the social space. I feel like we've made quite a bit of progress since we've switched to the NPS/CSAT model, and I'd love to see us keep that up!"
-Duncan Works, Specialist
UP
T-Force Vision Board 2020
"I'm excited for 'Expert Assist' to help specialists resolve customer issues faster and make a seamless customer experience."
-Lee Lovelace, Sr. Analyst Business Support
"Success leaves clues and we've had seen improvement in how we are #ResolutionGameCrazy and #ItsThatEasy. This year, I have learned a great deal about our specialists, leaders and amazing culture (individually & collectively). We all have an opportunity every day to positively impact each other and how we are building each other up. See the opportunity, seize the opportunity in 2020!"
-Herman Cruz, Sr. Manager
"2020 will be the year that digital truly brings #DigitalDomintation to new heights and we will take the top NPS in the business. Not just every month, but every, single, day!"
-Michelle Mattson, Director
Brought to you by: Sekia Mangum
T-Force 2020 Vision Board
We've conquered 7 years of being #Famous4Care. As we dive into complex and exciting changes, T-Force is pumped for a #KickAss year!
#ShoutOuts4Days
It's no secret we're #CustomerObsessed and we take great care of our customers. However, sometimes it's easy to forget how much our daily work matters. What we do makes an impact in our customers' lives, and they don't hold back in letting us know just how THANKFUL they are for us every day. Take a look!
Brought to you by: Daniela Valles
The next step in Queue automation is here, and we are celebrating like
S&P are in the house!
Brought to you by: Stephanie Bonneau
With Push Next, we welcome a few new changes to our Agent States, so we can best assist our customers!
Agent States
STREAD - Happens automatically when you log in - YAY!
FOLLOW UP - Use when working your scheduled FWUPs - to ensure new customers are not coming into your assigned, while assisting customers you've already made commitments to.
RESEARCH - When additional research is needed to resolve a specific, in depth customer concern.
OUTBOUND CALL - Put yourself in this agent state, when your customer is requesting a phone call, to prevent new conversations, and maintaining your existing.
Who's LOVING the new states, designed to meet our needs to assist OUR customers?
Brought to you by: Stephanie Bonneau
Push Next
The next generation of being #Famous4Care
HOW does Push Next impact our business?
Good Bye Blue Button
Positively! That's how!
With the Roll out of Queue Automation, there are so many great things happening for our customers, that is only going to excel our line of business in being Famous4Care!
- Proper routing of new customers
- Faster Response times for our customers
- Reduced ASA/TTFR
- More efficient resolutions
Queue Automation will allow us to reach more customers
faster than ever!
Brought to you by: Stephanie Bonneau
Best of the Rest with RP
Your Resource Planning Team
Dove Pollard - Manager
Heather Bradstreet - Planning Manager
Dan Fajer - Sr. Analyst, Operational Insights
Steve Martinez - Analyst
Kim Arbeau - Analyst
Russell Beckwith - Jr. Analyst
Jeff Willson - Analyst
Sean Sorlie - Analyst
Kevin Gray - Analyst
Sierra Burris - Interim Social Media Analyst
Leah Donaldson - Interim Social Media Analyst
November kicks off Holiday Season and the final push to 2020! Are you ready?
Best of the Rest
Resource Planning
Brought to you by: Russ Beckwith
and Heather Bradstreet
November is a time to be Thankful but also a time to prepare for Holiday Season!!
Do you have everything wrapped up for 2020?
November kicks off Holiday Season and the final push to 2020! Are you ready?
November Kick's off Holiday Season and the final push to 2020! Are you ready?
November is here, and that means 2020 and a new decade are right around the corner!
Have you remembered to get your PRETO Balance in check for the end of the year roll over?
Have you used your Floating Holiday? These do not roll over and are "use them or lose them". Talk to your coach/manager to learn how to use remaining FLOATHOL before end of 2019.
Don't forget to check to see if you still have a Preto-Wildcard to help get your balance in check! Those are also "use 'em or lose 'em" but a great way to help you get under the 80 hour mark for end of the year.
Here are some days/dates that many of your peers are already seeking to have off. You may want to avoid these dates if trying to reduce your Preto Balance before the end of the year.
Thanksgiving - 11/28/19
Black Friday - 11/29/19
Christmas Eve Eve - 12/23/19
Christmas Eve - 12/24/19
Christmas - 12/25/19
New Years Eve - 12/31/19
In the...
Spotlight!
There is always something to be THANKFUL for!
Whats COS tankful for?
Senior Specialist
Social Coach
Social Manager
ALESIA THUN
Mike Rice
Travis Baxter
What I am thankful for? Working for a company that values and treats their people like T-Mobile does! It is rare to find a company that always puts you first and I am blessed to be part of one of the ones that does just that.
My (almost) 2 year old is my motivation, day in an day out! I want to work and do better for him.
Watching Holiday movies and drinking hot chocolate! <3
First I’m thankful for my amazing wife, Christina, and our growing little family! Secondly, I’m thankful for an awesome team of incredible specialists that keep everyday exciting while performing at the highest possible level! And of course, for the leadership team here in COS pushing me to success every day!
I’m thankful for my wife and kids, they keep me grounded through all the craziness we go through here in social.
Seeing my team grow and develop is what gets me going. I love watching this team work through all of change we see on a daily basis and come out stronger every time.
My most favorite thing this time of year is eating way too much and watching all the football before it’s gone for the year.
"Gratitude is instant happiness."
My motivations have become simpler and way more intense with Christina and I expecting our first child this month. I want to perform for both of them! Apart from that, I’m like 98% food motivated. Just ask Sam about those smoked potatoes.
NOVEMBER 2019
Eggnog and baking. Baking with eggnog. I count down to nog season and can’t wait for the excuse to bake everything for family and friends!
NOVEMBER 2019
a Devyn Galligher production
The month of being Thankful